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Actiance whitepaper-6th-annual-collaborative-internet survey 2011
 

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Organizations overwhelmingly understand that they need an online presence such as a Facebook page or general web site. Despite this, the formal adoption of internal social networking and collaboration ...

Organizations overwhelmingly understand that they need an online presence such as a Facebook page or general web site. Despite this, the formal adoption of internal social networking and collaboration guidelines is lagging behind. Enforcement of these corporate policies is nearly non-existent or not currently possible. Regulations surrounding social media and electronic communications are complex and varied, but very clear in their expectations. Corporate legal teams or outside counsel is not currently communicating these requirements to the IT teams in charge of implementing technologies to support these mandates.

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    Actiance whitepaper-6th-annual-collaborative-internet survey 2011 Actiance whitepaper-6th-annual-collaborative-internet survey 2011 Document Transcript

    • WHITE PAPER The Collaborative Internet: Usage Trends, End User Attitudes, and IT Impact Sixth Annual Survey - 2011
    • WHITE PAPER – 6th Annual Collaborative Internet Survey, 2011 2BackgroundIn 2011, Actiance, Inc., continued its tradition of surveying end users and IT managers on how they use real-timecommunication platforms in the work environment.Respondents were asked about their use of Unified Communications, Social Networking and other Web 2.0 applicationssuch as P2P and VoIP, and, for the first time – Enterprise Social Networks, and what they perceived the impact was onproductivity, corporate reputations, enterprise security and IT.The survey resulted in over 900 sets of data collected from end users and IT managers. End user data was compared withthat collected from IT managers to provide a holistic view of what is happening in enterprises today.The increasing adoption and use of these solutions requires that enterprises put in place measures to mitigate the risksof data leakage, non-compliance with industry and government regulations, and threats from increasingly sophisticatedmalware, viruses and phishing attempts which are propagated through these new communication channels.Worldwide Headquarters EMEA Headquarters1301 Shoreway, Suite 275 400 Thames Valley ParkBelmont, CA 94002 USA Reading, Berkshire, RG6 1PT UK(650) 631-6300 phone +44 (0) 118 963 7469 phoneinfo@actiance.com emea@actiance.com©2001-2011 Actiance, Inc.
    • WHITE PAPER – 6th Annual Collaborative Internet Survey, 2011 3MethodologyIn 2011, Actiance conducted a survey of the use of real-time communication platforms – including chat and IMapplications, collaborative suites and services, enterprise social networks, and social networking sites and services.This is the sixth annual survey of this nature that Actiance has conducted. The survey sampled corporate IT and ISmanagers and the end users of these applications and focused specifically on the use of real-time communicationplatforms within the workplace and corporate networks.The survey was promoted to prospects and customers of Actiance via opt-in email lists as well as on social networks suchas Facebook, LinkedIn and Twitter by word-of-mouth through Actiance employees.As a token of appreciation for the time and effort of the respondents, Actiance offered a $100 Amazon gift card for every100 responses received to the survey,All responses for the purposes of this survey are anonymous with no links back to specific users or companies. Names andemail addresses were collected so that Actiance could contact the respondents who had won the Amazon gift cards.Respondents to the survey came from across all industry sectors and classified their companies as follows:• Publicly traded for profit (40%)• Privately traded for profit (37%)• Non-profit organization (8%)• State or Local Government (6%)• Federal Government (5%)• Education 4%More than 70% of respondents worked at organizations with more than 500 employees, with 15% working in enterpriseswith more than 50,000 employees.The survey was open to respondents across the world, with the majority of responses generated from US respondents(84%), UK (5%), Canada (4%), Rest of World (7%).Final respondent counts included 914 IT managers and end users.Worldwide Headquarters EMEA Headquarters1301 Shoreway, Suite 275 400 Thames Valley ParkBelmont, CA 94002 USA Reading, Berkshire, RG6 1PT UK(650) 631-6300 phone +44 (0) 118 963 7469 phoneinfo@actiance.com emea@actiance.com©2001-2011 Actiance, Inc.
    • WHITE PAPER – 6th Annual Collaborative Internet Survey, 2011 4SummaryThe Continued Rise of Corporate Social NetworkingWith 90% of survey respondents indicating that they have personal profile pages on one or more social networks, it’s notsurprising that this “online multiple personality complex” has carried over into the corporate environment.Our research shows that although organizations are increasingly cautious about risk when it comes to leveraging thebenefits of social networks, many have not yet adopted internal policies or implemented technologies to ensure that theyare using social in a safe and compliant manner.• 84% of organizations polled have a nominated individual or department who update and maintain the content on the corporate page• 20% go a step further by having their legal team vet the content before it is posted to ensure compliance with existing regulations and prevent sensitive data from being leakedAcross the board, our research has shown that IT staff members have greatly underestimated their company’s use of socialnetworking. For instance, 12% of IT staff believed that their company or organization was ‘tweeting’ but non-IT staff, whoincluded marketing and communications professionals, estimated social engagement to be as high as 61%.The difference in perception is not surprising considering that IT tend to have a more conservative approach towardsocial networks, largely due to the perceived risks:• 44% feel that social networks present a great deal of risk to their networks• 35% feel that Twitter presents a great deal of risk to their networksWorldwide Headquarters EMEA Headquarters1301 Shoreway, Suite 275 400 Thames Valley ParkBelmont, CA 94002 USA Reading, Berkshire, RG6 1PT UK(650) 631-6300 phone +44 (0) 118 963 7469 phoneinfo@actiance.com emea@actiance.com©2001-2011 Actiance, Inc.
    • WHITE PAPER – 6th Annual Collaborative Internet Survey, 2011 5Enterprise Social Networks – IT Prefers it, but What Do Users Think?IT staff have a more favorable attitude toward the Enterprise Social Network (ESN) - offering the features and benefitsof the public social network to staff within a controlled environment, which they feel presents ‘little or no risk’ to networksecurity.18% of non-IT staff uses ESN (as opposed to 90% who use public social networks). The most common ESN is MicrosoftSharePoint, used by 66% of our respondents.The research indicates that while IT under-estimates the use of public social networks and Twitter within theirorganizations, they also over-estimate the use of Enterprise Social Networks by their colleagues.Social Networking in Regulated IndustriesWorldwide Headquarters EMEA Headquarters1301 Shoreway, Suite 275 400 Thames Valley ParkBelmont, CA 94002 USA Reading, Berkshire, RG6 1PT UK(650) 631-6300 phone +44 (0) 118 963 7469 phoneinfo@actiance.com emea@actiance.com©2001-2011 Actiance, Inc.
    • WHITE PAPER – 6th Annual Collaborative Internet Survey, 2011 6Social Networking in Regulated IndustriesRespondents have indicated a steady adoption of social networks even within regulated industries such as banking,healthcare, energy and government. 20% of banking & finance industry organizations have not issued usage or bestpractice guidelines to staff regarding corporate pages on social networking sites.This amplifies compliance risks for these organizations considerably. Furthermore, across these regulated industries,monitoring of social networks is still low, despite both regulatory organizations and guidelines such as Sarbanes-Oxley(SOX), FINRA and FSA, which require all electronic communications – including content posted on social networks –to be preserved and archived.The survey also found that in regulated industries, social media and collaboration tools are not being treated liketraditional forms of electronic communications, such as Email. Electronic communications include everything fromtext messages to Tweets, and fall under compliance mandates set by industry regulators. However, the researchindicates that these are not being monitored or archived like they should.Worldwide Headquarters EMEA Headquarters1301 Shoreway, Suite 275 400 Thames Valley ParkBelmont, CA 94002 USA Reading, Berkshire, RG6 1PT UK(650) 631-6300 phone +44 (0) 118 963 7469 phoneinfo@actiance.com emea@actiance.com©2001-2011 Actiance, Inc.
    • WHITE PAPER – 6th Annual Collaborative Internet Survey, 2011 7% of IT departments who did not archive or store content posted by staff on social networks or corporate pages onsocial networking sites:Should these organizations be asked by lawyers or regulators to reproduce content posted on social networking sitesor corporate pages on social networks, IT departments overwhelmingly feel that they will not be able to reproduce theinformation or that it would be impossible to reproduce those documentsWorldwide Headquarters EMEA Headquarters1301 Shoreway, Suite 275 400 Thames Valley ParkBelmont, CA 94002 USA Reading, Berkshire, RG6 1PT UK(650) 631-6300 phone +44 (0) 118 963 7469 phoneinfo@actiance.com emea@actiance.com©2001-2011 Actiance, Inc.
    • WHITE PAPER – 6th Annual Collaborative Internet Survey, 2011 8Social Networking Trends in the WorkplaceEmployee Use of Social NetworkingAs found in previous annual surveys done by Actiance, the use of social networking at work either for work orpersonal reasons, has experienced phenomenal growth - from 81% in 2008 to 95% in 2009.This year, the survey found that over 90% of all respondents maintained a personal profile on at least one socialnetworking site. Out of these respondents, 20% used their corporate email address as the login for those socialnetworking sites.The use of corporate email addresses as logins for social networking sites could point to an increasing number oforganizations who encourage their employees to interact with their customers and prospects on social networkingsites. However, this also exposes the organization to the risk of litigation, potential for intellectual property to beleaked and phishing attempts on the corporate network if users have not been properly and regularly educated on thebest practice use of social networks when representing an organization.40% of the IT managers surveyed revealed that their organization provided guidance to its employees around usingtheir corporate email address to create and log in to personal profiles and pages on social networking sites, butadmitted that they had no way of keeping track if internal guidelines were being adhered to. 38% of organizationswent even further – with a clear policy prohibiting employees from using their corporate email addresses to createpersonal profiles and pages on social networking sites.The remainder of organizations expose themselves to the risks mentioned above as they have no policy in placearound this issue.The number of respondents using Facebook, LinkedIn, Twitter and YouTube for work related purposes continuesto grow, with the latest survey showing the highest numbers of adoption yet. LinkedIn remains the preferred socialnetwork of choice for work related purposes (92%), but this is closely followed by Twitter (83%).Chart: Use of Facebook, LinkedIn, Twitter & YouTube for work-related purposesWorldwide Headquarters EMEA Headquarters1301 Shoreway, Suite 275 400 Thames Valley ParkBelmont, CA 94002 USA Reading, Berkshire, RG6 1PT UK(650) 631-6300 phone +44 (0) 118 963 7469 phoneinfo@actiance.com emea@actiance.com©2001-2011 Actiance, Inc.
    • WHITE PAPER – 6th Annual Collaborative Internet Survey, 2011 9Respondents also reported an increase in the frequency with which they accessed social networks at work. 66%accessed social networking sites at least once a day in 2011. In 2009 this figure was 61%, up from 51% the yearbefore. In this survey, 21% of respondents used social networking sites constantly throughout the day compared with15% in 2009.2011 seems to be the year that applications on Facebook have come to the forefront of corporate users with 64% ofrespondents making their own applications for Facebook in 2011 compared to just 29% in 2009.Table: Facebook functions used by respondents for work-related purposes 2011 2009 2008 Create & publicize events 76% 61% 18% Make your own applications 64% 29% * Join Facebook fan groups 59% 51% 26% Status Updates 50% * * Purchase and give gifts 40% 27% 7% Posting applications like Wall, Fun Wall, Super Wall 36% 23% 10% Enter competitions 35% * * Upload, tag, and share photos 33% 20% 13% Games like Scrabble, Farmville or Mafia Wars 4% 3% 2%*Question not asked in previous surveyCorporate Use of Social NetworksThe results of the survey also show that organizations are increasingly turning to social networks. In this year’ssurvey, 79% of respondents said their organization had a corporate page on Facebook, 61% had corporate pages onLinkedIn, 61% on Twitter and 46% on YouTube.These results illustrate the trend of “online multiple personality complex” has also taken root within the corporateenvironment. Respondents surveyed explained that their organizations were using their presence on social networkingsites for a variety of purposes including ‘advertising’, ‘hiring’ and ‘competitive intelligence’.Within this framework of increasing investment by organizations in social networking sites, also comes an increasingawareness of the risks posed by social networks.84% of respondents whose organization had a presence on social networking sites had nominated individuals ordepartments who updated and maintained the content. In stark contrast, only 20% had the requirement for theirlegal team to vet the content before posting.However, 15% of organizations did not have any policies in place for the maintenance of their corporate presenceor pages on social networking sites – respondents indicated that anyone in the company could update the corporatepages or that the employees just did what they ‘think is best’IT Manager PerceptionThe survey results indicate that IT staff members greatly underestimate their organization’s use of social networking.For instance, 12% of IT staff believed that their organization was ‘tweeting’ but non-IT staff, who included marketingand communications professionals, estimated the number to be as high as 61%.Worldwide Headquarters EMEA Headquarters1301 Shoreway, Suite 275 400 Thames Valley ParkBelmont, CA 94002 USA Reading, Berkshire, RG6 1PT UK(650) 631-6300 phone +44 (0) 118 963 7469 phoneinfo@actiance.com emea@actiance.com©2001-2011 Actiance, Inc.
    • WHITE PAPER – 6th Annual Collaborative Internet Survey, 2011 10Chart: Estimates of social networking usage on the corporate network by IT and non-IT staffThe difference in perception is not surprising considering that IT tend to have a more conservative approach towardsocial networks, largely due to the perceived risks:• 44% feel that social networks present a great deal of risk to their networks• 35% feel that Twitter presents a great deal of risk to their networksWorldwide Headquarters EMEA Headquarters1301 Shoreway, Suite 275 400 Thames Valley ParkBelmont, CA 94002 USA Reading, Berkshire, RG6 1PT UK(650) 631-6300 phone +44 (0) 118 963 7469 phoneinfo@actiance.com emea@actiance.com©2001-2011 Actiance, Inc.
    • WHITE PAPER – 6th Annual Collaborative Internet Survey, 2011 11Enterprise Social NetworksThe IT managers who responded to the survey have a more favorable attitude toward the Enterprise Social Network(ESN) - offering the features and benefits of the public social network to staff within a controlled environment,which 58% of IT respondents feel presents ‘little or no risk’ to network security. By way of contrast – 86% of ITrespondents feel that public social networks present a significant amount of risk to network security.18% of non-IT staff uses ESN (as opposed to 90% who use public social networks). The most common ESN isMicrosoft SharePoint, used by 66% of our respondents.The research indicates that while IT under-estimates the use of public social networks and Twitter within theirorganizations, they tend to over-estimate the use of Enterprise Social Networks by their colleagues.Chart: IT vs Non-IT Planned Use of Enterprise Social Networks (specific regulated industries)Respondents who use ESN were asked if they had any guidelines or controls in place for it. Respondents indicatedthat while most organizations had access policies for the ESN, only 42% provided any guidance around contentposts, only 12% used moderation, and less than a quarter of respondents were retaining the content posted.Table: Organizations with policies in place for their Enterprise Social Networks General Access Policy 80% Employee education around content suitable for posting 42% Content and file sharing 38% Moderation of content posted by legal or senior executive team 12% Ethical Boundaries 20% Archiving of content posted 23%Worldwide Headquarters EMEA Headquarters1301 Shoreway, Suite 275 400 Thames Valley ParkBelmont, CA 94002 USA Reading, Berkshire, RG6 1PT UK(650) 631-6300 phone +44 (0) 118 963 7469 phoneinfo@actiance.com emea@actiance.com©2001-2011 Actiance, Inc.
    • WHITE PAPER – 6th Annual Collaborative Internet Survey, 2011 12Adoption of Unified CommunicationsThe number of Unified Communications (UC) platforms in use has risen significantly since the last survey done. 63%of respondents have a UC solution deployed in 2011 compared with 34% in 2009 and 29% in 2008.Chart: UC DeploymentThe number of respondents who do not think that they will roll out a UC platform within their organization has alsodropped from 30% (2009) to 22% (2011).As UC platforms continue to enrich their feature sets, the survey shows greater adoption by organizations to maximizefunctionality of the UC.Table: UC Feature Deployment Already Deployed 2011 Already Deployed 2009 Already Deployed 2008 Email 88% 80% 74% Instant Messaging 66% 60% 57% Gateway to Public Instant Messaging 27% * * Federation with other UC Platforms 18% * * Group Chat 39% * * VoIP 68% 53% 49% Presence/contact information 59% 48% 38% Audio/video conferencing 66% 55% 47% Web conferencing 69% * * File Sharing 66% 51% 50% Diaries/Calendars 64% * **Question not asked in previous surveysWorldwide Headquarters EMEA Headquarters1301 Shoreway, Suite 275 400 Thames Valley ParkBelmont, CA 94002 USA Reading, Berkshire, RG6 1PT UK(650) 631-6300 phone +44 (0) 118 963 7469 phoneinfo@actiance.com emea@actiance.com©2001-2011 Actiance, Inc.
    • WHITE PAPER – 6th Annual Collaborative Internet Survey, 2011 1351% of organizations with a UC platform have enabled or are planning to enable their employees to use the platformfor external communications – a process is known as “federation.”Organizations who have chosen to federate their UC platforms are doing so with business partners (66%), customers(46%) and IT vendors (45%).Chart: UC platform federationOrganizations are beginning to realize that to maximize employee adoption and usage of UC platforms for real-timecommunications, they need to open them up to communicate externally with other UC platforms and public instantmessaging networks. Of the respondents surveyed, the following were the external connections organizations weremaking from their UC platform: Public Instant Messaging Networks 26% External parties who are using the same UC platform 39% External parties who are using another vendor’s UC platform 11% All of the above 24%Federation carries with it the risks of loss of sensitive company information, non-compliance with industry andgovernment regulations and viruses and malware threats. 92% of organizations surveyed would not take this stepwithout either implementing security or content controls or both.Worldwide Headquarters EMEA Headquarters1301 Shoreway, Suite 275 400 Thames Valley ParkBelmont, CA 94002 USA Reading, Berkshire, RG6 1PT UK(650) 631-6300 phone +44 (0) 118 963 7469 phoneinfo@actiance.com emea@actiance.com©2001-2011 Actiance, Inc.
    • WHITE PAPER – 6th Annual Collaborative Internet Survey, 2011 14Corporate Policies for Monitoring, Compliance & e-DiscoveryThe survey results show that organizations are becoming more aware of the risks posed by real-time communicationplatforms and are keeping a close watch on the internet activity of its employees.78% of organizations now monitor email compared with 67% in 2009. In 2011, 31% of social networkingcommentary is monitored compared with 17% in 2009. Echoing this trend, the number of organizations who do notdo any monitoring has fallen from 11% in 2009 to 7% in 2011.Chart: Organizations with policies in place for monitoring communications51% of respondents work at organizations where there are policies in place specific to the use of social networkingand micro-blogging sites like Facebook, LinkedIn and Twitter.20% say that they are only allowed to access social networking whilst at work for work-related purposes, with 11% ofrespondents not allowed to access social networking at all whilst at work.Enforcing Corporate PoliciesDespite implementation of internal policies, 52% of IT managers report that they struggle to enforce them in relationsocial networking.Archiving and Retaining Social Networking ContentWhile the majority of IT managers (61%), have been issued legal guidance for archiving email only 22% have beenasked to retain content posted to social networks by staff or archive corporate pages on social networks.Users from Regulated IndustriesThe survey asked respondents if they were subject to industry regulations. Respondents from regulated industriessuch as banking and finance, healthcare, energy and government indicated a steady adoption of social networks.Current government and country-specific regulations clearly outline the requirements for retention of electroniccommunications, including the handling of social media interactions.Worldwide Headquarters EMEA Headquarters1301 Shoreway, Suite 275 400 Thames Valley ParkBelmont, CA 94002 USA Reading, Berkshire, RG6 1PT UK(650) 631-6300 phone +44 (0) 118 963 7469 phoneinfo@actiance.com emea@actiance.com©2001-2011 Actiance, Inc.
    • WHITE PAPER – 6th Annual Collaborative Internet Survey, 2011 15FINRA 11-39 specifically states that the content of the electronic communications determines whether it should bepreserved, regardless of the medium or where the content was posted. FINRA regulated firms are advised to retainbusiness-related electronic communications in full. If a firm needs to delete content from its corporate page on asocial network because for instance, an inappropriate comment has been posted, the firm is still required to retainthe full record in its archive for compliance with SEC 17a-4.FINRA regulated firms need to have a clear retention policy in place for all social networking content to comply with11-39.Despite government mandates, 45% of IT Managers whose firms are subject to FINRA regulations either have notyet received clear guidance from their attorneys or legal counsel with regards to the retention of corporate pages onsocial networks or don’t know about guidance issued. And 48% either have not yet received clear guidance on theretention of content posted to social networks by staff or don’t know about guidance issued.e-DiscoveryIT managers surveyed were also asked if they would be able to produce all the electronic communications writtenby a specific individual within their organization. While only 3% of those surveyed said that it would be impossibleto produce email, this figure leaps to 31% for content posted to social networks, 24% for corporate pages on socialnetworking sites, 27% for web conferencing, and 19% for instant messaging.Chart: IT Managers who cannot produce electronic communications or who will find it impossible to produceelectronic communications if requiredWorldwide Headquarters EMEA Headquarters1301 Shoreway, Suite 275 400 Thames Valley ParkBelmont, CA 94002 USA Reading, Berkshire, RG6 1PT UK(650) 631-6300 phone +44 (0) 118 963 7469 phoneinfo@actiance.com emea@actiance.com©2001-2011 Actiance, Inc.
    • WHITE PAPER – 6th Annual Collaborative Internet Survey, 2011 16Even within regulated industries such as Banking & Finance and Energy & Utilities, the figures are very similar. Forinstance, while only 3% of banking and finance organizations say that they cannot practically produce or would find itimpossible to produce emails, this figure jumps to 44% when looking at corporate pages on social networking sites.Table: Firms in regulated industries who cannot practically produce or who will find it impossible to produceelectronic communications Banking & Finance Energy & Utilities Emails 3% 6% IM, Chat, UC 24% 24% Web Conferencing 42% 59% Content posted by staff on social networks 61% 65% Corporate pages on social networking sites 44% 47%Worldwide Headquarters EMEA Headquarters1301 Shoreway, Suite 275 400 Thames Valley ParkBelmont, CA 94002 USA Reading, Berkshire, RG6 1PT UK(650) 631-6300 phone +44 (0) 118 963 7469 phoneinfo@actiance.com emea@actiance.com©2001-2011 Actiance, Inc.
    • WHITE PAPER – 6th Annual Collaborative Internet Survey, 2011 17In ConclusionBusiness Requirement or IT Threat?Organizations overwhelmingly understand that they need an online presence such as a Facebook page or general website. Despite this, the formal adoption of internal social networking and collaboration guidelines is lagging behind.Enforcement of these corporate policies is nearly non-existent or not currently possible. Regulations surroundingsocial media and electronic communications are complex and varied, but very clear in their expectations. Corporatelegal teams or outside counsel is not currently communicating these requirements to the IT teams in charge ofimplementing technologies to support these mandates. In 2011 there were numerous cases of fines, sanctions,and enforcement of these regulations by governmental bodies such as FINRA. Adding to the corporate compliancechallenges are the security risks posed by the unmonitored use of social networks.Social networking is blamed for many of the problems faced by IT – bandwidth issues (65%); malware exposure(61%); compliance issues (52%); liability due to miscommunication (49%); and loss of secret or sensitive companyinformation (46%).Among the non-IT managers surveyed, a surprising 71% agree that the use of social networking sites are a risk tothe business and need to be managed, this figure is up from 62% (2009) perhaps illustrating that end-users arebecoming more aware and better educated about the threats posed. 34% of IT Managers surveyed reported thattheir organizations suffered from the loss of sensitive company data through social networks and 72% of IT managersreport that social networking was the reason for disciplinary action on their organization’s employees.Despite this, 43% of IT Managers feel that they cannot effectively detect or control traffic to social networking sitesfrom their network.Perhaps it is no surprise that 55% of IT Managers feel that the advantages of social networks do not outweighthe risks. Social networking, whether for personal or business reasons, is fast superseding all other forms ofcommunication. 51% feel that they need to access social networks in order to do their jobs well, up slightly from49% in 2009.Together, the issues presented by social networking and collaboration tools are daunting, but organizations can nolonger afford to turn a blind eye.Worldwide Headquarters EMEA Headquarters1301 Shoreway, Suite 275 400 Thames Valley ParkBelmont, CA 94002 USA Reading, Berkshire, RG6 1PT UK(650) 631-6300 phone +44 (0) 118 963 7469 phoneinfo@actiance.com emea@actiance.com©2001-2011 Actiance, Inc.
    • WHITE PAPER – 6th Annual Collaborative Internet Survey, 2011 18About ActianceActiance helps organizations manage, secure and ensure compliance across unified communications, collaborationand Web 2.0 applications such as blogs, wikis and social networks. Actiance’s award-winning platforms are used by 9of the top 10 US banks and 284 FINRA regulated firms globally.The Actiance platform allows organizations to gain visibility of applications in use, apply usage and content policies,ensure compliance and gain valuable insights across the communications and collaboration channels. Actiancesupports all leading social networks, unified communications and collaboration providers and IM platforms, includingFacebook, LinkedIn, Twitter, Google, Yahoo!, AOL, Skype, Cisco, Microsoft, Jive, and IBM.Actiance is headquartered in Belmont, California.Worldwide Headquarters EMEA Headquarters1301 Shoreway, Suite 275 400 Thames Valley ParkBelmont, CA 94002 USA Reading, Berkshire, RG6 1PT UK(650) 631-6300 phone +44 (0) 118 963 7469 phoneinfo@actiance.com emea@actiance.com©2001-2011 Actiance, Inc.
    • WHITE PAPER – 6th Annual Collaborative Internet Survey, 2011 19Contacting ActianceWorldwide HeadquartersActiance, Inc.1301 ShorewaySuite 275Belmont, CA 94002USAToll-free: (888) 349-3223Phone: (650) 631-6300Fax: (650) 598-2820General email: info@actiance.comActiance EMEAActiance, Inc.400 Thames Valley Park DriveThames Valley ParkReading, RG6 1PTUnited KingdomPhone: +44 (0) 1189 637 469Fax: +44 (0) 1189 637 532Email: EMEA@actiance.comActiance IndiaActiance India Pvt. Ltd.Le Parc Richmonde,51 Richmond Road,Bangalore - 560 025IndiaPhone: +91 80 41125250SalesNorth AmericaToll-free: (888) 349-3223, option 1Sales email: sales@actiance.comUK & EMEAPhone: +44 (0) 1189 637 469Fax: +44 (0) 1189 637 552Sales email: EMEA@actiance.comAPACSydney, AustraliaSales email: APAC@actiance.comLatin AmericaSales email: LATAM@actiance.com A-WP-024-0312Worldwide Headquarters EMEA Headquarters1301 Shoreway, Suite 275 400 Thames Valley ParkBelmont, CA 94002 USA Reading, Berkshire, RG6 1PT UK(650) 631-6300 phone +44 (0) 118 963 7469 phoneinfo@actiance.com emea@actiance.com©2001-2011 Actiance, Inc.